How to fix common issues on Android TV

Note: We're gradually rolling out the Android TV app, so it may not be available to everyone yet.

Running into an issue while setting up or using VPN Super on your Android or Google TV? You're in the right place. Below are the most common messages you might see, what they mean, and the steps you can take to get things back up and running.

If you're still stuck after trying these steps, the VPN Super Support team is always happy to help.

Before you begin

Most Android TV issues can be resolved in just a few minutes. Before going through the specific fixes below, it's worth doing a quick check:

• Make sure your Android TV is connected to the internet (Settings > Network & Internet).
• Confirm that your Android TV software is up to date (Settings > Device Preferences > About > System update).
• Have your VPN Super account email handy in case you need to sign in again.

Just a note: Menu names can vary slightly depending on your TV's manufacturer (Sony, TCL, Hisense, etc.), but the options will be in similar locations.

Error: Code expired

The 6-digit sign-in code shown on your Android TV is only valid for a short time. If you don't enter it on vpnsuper.com/tv before it expires, you'll see this message.

How to fix it:

1. Select "Get A New Code" on your Android TV.
2. A fresh sign-in code will appear on the screen.
3. On your phone or computer, go to vpnsuper.com/tv and enter the new code.

Tip: Try to enter the code as soon as it appears on your TV to avoid it timing out.

Error: Network error or connection issue

If you're getting a "Network error" or "Connection issue" message, your Android TV wasn't able to reach VPN Super's servers. This usually points to a temporary internet hiccup rather than an issue with your VPN Super account.

How to fix it:

1. Select Retry (or Try Again) on the error screen.
2. If the error keeps appearing, check your Android TV's internet connection:
3. 1. Go to Settings > Network & Internet and confirm you're connected.
   2. Try opening another app, like the Play Store, to see if it loads.
4. Restart your Wi-Fi router or switch to a different network if possible.
5. Restart your Android TV (Settings > Device Preferences > Restart) and try again.

If you have an active Google Play Store subscription, you can also select Restore Purchase on the Connection Issue screen to refresh your subscription details.

Still having trouble? Submit a request and we'll get back to you shortly.

Error: Something went wrong

This is a general error that appears when the VPN Super app runs into an unexpected issue. It's usually temporary.

How to fix it:

1. Select Retry to try again.
2. If the message keeps showing up, close and reopen the VPN Super app.
3. Restart your Android TV (Settings > Device Preferences > Restart).
4. Make sure the app is updated to the latest version through the Google Play Store.

Still having trouble? Submit a request and we'll get back to you shortly.

Error: No Google Play subscription

This message appears when you tried to restore a purchase, but no active subscription was found tied to the Google Play Store account currently signed in on your Android TV.

How to fix it:

1. Select OK to close the message.
2. On your Android TV, go to Settings > Accounts & Sign-in and confirm that the Google account signed in is the same one used to purchase your VPN Super subscription.
3. If it's a different Google account, sign in with the correct account, then return to VPN Super and try Restore Purchase again.
4. If you originally subscribed through vpnsuper.com (not the Google Play Store), you'll need to scan the QR code to sign in instead, since Restore Purchase only works for Google Play Store subscriptions.If you don't have an account yet, follow these steps to create an account, so signing in on your Android TV is easy.

Error: You've been signed out

This usually means your session on your Android TV has ended. This can happen after long periods of inactivity or after certain account changes.

How to fix it:

1. Select Okay on the message.
2. From the welcome screen, select Sign In.
3. Follow the on-screen instructions to enter the new sign-in code at vpnsuper.com/tv.

If you keep getting signed out repeatedly, please submit a request so we can take a closer look.

Still need help?

If you've tried the steps above and the issue is still there, please submit a request and include:

• The exact error message shown on your Android TV (a photo works great)
• Your Android TV model and software version
• The email address linked to your VPN Super account

The VPN Super Support Team will get back to you as soon as possible.